Operations Manager

7 days ago


Bhavnagar, Gujarat, India beBeeOperations Full time ₹ 8,00,000 - ₹ 12,00,000

Job Opportunity: Team Operations Leader

About the Role:

This is a leadership position where you will oversee and manage a team of voice agents in an international customer service process.

Main Responsibilities:
  1. Team Management:
  • Direct and motivate your team to meet performance targets and objectives.
  • Monitor and evaluate team performance, ensuring adherence to key performance indicators (KPIs) such as call quality, average handling time, and resolution rate.
  • Coordinate and manage team scheduling and attendance for efficient daily operations.
  • Provide guidance, feedback, and regular performance evaluations to enhance team performance and capabilities.
Operations Oversight:
  • Identify and resolve operational issues promptly to maintain smooth daily operations.
  • Manage escalations and address complex customer complaints in a timely manner.
  • Maintain high-quality standards and ensure compliance with service level agreements (SLAs).
Training and Development:
  • Assist in onboarding and training new team members for seamless integration.
  • Organize regular skill development and process refresher sessions to enhance team capabilities and knowledge.
Reporting and Analysis:
  • Track and report key team metrics to inform strategic decision-making.
  • Analyze data to identify trends, gaps, and areas for improvement to optimize team performance.
Client and Stakeholder Communication:
  • Communicate effectively with international clients and internal stakeholders to share updates, feedback, and improvement plans.
Requirements:

To be successful in this role, you will need:

  • Strong leadership and management skills.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • Proficiency in analyzing data and reporting results.
  • Knowledge of customer service principles and practices.
What We Offer:

We offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package.


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